Relate Freshdesk Podcast – effortless omnichannel service

So we are talking about…Relate Freshdesk Podcast…you can utilize freshdesk for customer service so let’s get going to begin with you’re gon na start your free trial on freshdesk.com and over here you’re gon na put in your information and register for complimentary as quickly as you sign up you’re gon na begin and that will pack your basic dashboard so when you’re getting going with freshdesk as you can see on the left side it will set up your account so over here and personalize your assistance desk you can verify your e-mail and listed below that you can see you can add your language whatever type of language you desire on your website change the color of your logo design so as you can see i’m gon na choose a pink and listed below that you can also change your menu color so i’m also gon na make that pink i guess or i must make that black yeah therefore you can upgrade those and next you’re gon na pick your assistance channel so how you can be gotten in touch with through phone email social media chat or types and listed below that you can add your customer support email so if somebody is going to be calling you you can set that email over here and next up you can welcome someone to your group so if you have a group that is working for you if someone is going to be selling the tickets for you you can invite them over here successive over here we have our control panel our control panel shows our

 

unsolved tickets overdue tickets tickets that are due that are open that are on hold or unassigned tickets listed below that they’re gon na provide you a chart that shows you the patterns so if the tickets are selling out better or even worse it’s going to show you a nice pattern and below that you have your customer fulfillment and you can see the percentage of favorable actions or unfavorable responses even neutral actions and the overall actions that you have actually received on the ideal side you’re gon na have your order of business so something that you need to contribute to your to-do list you’re gon na include it over here and it’s gon na offer you a good little reminder on your basic dashboard and now on the left side we’re gon na proceed to tickets you can arrange your tickets over here so let’s simply state let’s arrange them by their status and now you can see high and immediate ones will be on the leading nevertheless the other ones will be on the bottom now next up on the best side you can see over here you can filter out what sort of tickets you want to see if you wish to see the tickets that are assigned to a particular individual or the tickets that are still unassigned you can view them over here you can filter them out as per your requirements and successive listed below that you have your basic contact and business so you can see those whichever manner in which you have called individuals you can see their e-mail addresses uh their company titles their contact number facebook twitter whatever kind of account information that you have about them listed below that you have your services tab so your solution tab is a basic kind of info tab which permits you to view your email marketing your legal requirements

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your service related announcements so if there is something that is kind of various you will find it in your options tab and listed below the options tab you have your analytics and reports reports are the basic general introduction of the number of tickets you may have offered what is the ticket volume pattern you can see over here you can get an aid desk in-depth ticket analysis and you can likewise see your ticket volume trends so you can Relate Freshdesk Podcast

see on the right side you have your today’s ticket inside so the number of tickets you may have offered or two what is the boost or decrease in these sales you can see receiving 7 tickets increase the volume by 99 and listed below that you have your general administrative settings your team channels workflow agent performance support operation and your general account settings over here you can view the development or the information of a particular staff member or a group member and below that you can see your different channels of communication you can likewise see your workflow and what kind of progress you have made what turning points that you have actually reached and how much productivity each agent has you can view that from over here going back into tickets i’m going to show you how you can deal with a ticket so over here at the top we have how can i refund my order and over here you can see you can add tags you can put it in a particular classification what type of ticket this is you can change its status you can set its priority and you can likewise set what kind of inquiry it is so what kind of concern it is you can likewise assign a particular representative to this query so you can just add a note generally respond

 

tto this person and now i’m going to just tell them i will be solving your ticket your concern now i’m going to set this as a pending ticket and now i’m going to update the status i’m going to add this note now i’m going to respond to the consumer so it’s immediately going to type in hi matt rogers that’s the customer name this is jane doe what might be the problem with your item i’m just going to send out that and now i have actually replied to this client you can also erase your actions within 10 seconds so if you slip up you can erase them within a couple of seconds and retype your e-mails so if you’re a company that’s running this ticketing service and you have a similar kind of reaction you need to provide to each of your clients again and again you’re going to enter into the services tab and over here you can see there is the classifications you have actually basic starting with us refunds and orders info gifts and vouchers and facts and questions so in fact in questions you can see over here there is some draft templates that are currently offered and let’s see how long will delivery take that’s a concern that is often asked you can just release this draft and after that go back to ticketing i’m simply gon na as a sample just choose this ticket obviously the question is different but i’m just picking this as a sample and now i’m just going to select this as a sample and i’m going to reply to it and you can see when you’re responding to a customer on the bottom left you can see suggested services and canned types so you’re going to click on suggested solutions and you can see various short articles that are a pre-written answer to a customer question and you can just insert that pre-written details into your response and send it without needing to

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retype the very same kind of answers again and again so this is a very simple formula for your agents to follow so they can quickly respond to e-mails so another excellent function that freshdesk truly supplies is producing groups so if you click on groups in the admin area you can develop various groups for different functions so if a ticket and a problem is associated with billing you can assign a group member so over here i have actually appointed myself in this group which individual could define their function and make them the leader of this type of billing ticket aside from that you can likewise appoint various in the group area you can likewise appoint various tickets to various groups and when you have actually done that you can even set like hierarchies so who is the billing head and who is the escalation’s head and escalations are the consumer escalations where customers might have raised a certain scenario and yeah this is how you can get going with your online ticketing using freshdesk.com i hope you guys found this easy to understand and practical and i’ll capture you people in the next video Relate Freshdesk Podcast